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Count Your Way to Excellent Service

by | Oct 19, 2020 | News Release

Service centers have been extraordinarily tested in the past six months. Call volumes are up. Customer frustrations are up. How are you ensuring that employees are still getting the training skills and practice that they need right now to deliver excellent service?

One of the hardest hit departments this year is customer service. Customer service representatives are often working remotely and without the traditional infrastructure of a familiar call center or team environment.

We encourage managers to continue training and development efforts with their teams. One of the best ways to keep development alive is skill activities during remote team calls. Here is an idea to inspire employees to Count Your Way to excellent service.

During your next virtual or live team meeting, challenge each employee to come up with their best five words to say during a customer care call. During subsequent team meetings, change the count. Ask employees to use their creativity to make this word activity count for team development—and fun!

Examples:
10 words to say: “I apologize for our mistake. Let me make it right.”
9 words to say: “Thank you for your business. Please call/come back again.”
8 words to say: “I’m not sure, but I will find out.”
7 words to say: “What else can I do for you?”
6 words to say: “What is most convenient for you?”
5 words to say: “How may I assist you?”
4 words to say: “How did we do?/How did I do?”
3 words to say: “Glad you’re here/Glad you called.”
2 words to say: “Thank you”
The most important word to say: “Yes”
Every interaction is an opportunity to provide the absolute best customer experience. By serving with excellence, your relationship with the customer is solidified and your cross-selling opportunities increase.

At Center for Practical Management, we offer a Service Excellence Workshop. Our workshops are offered in live classrooms, or virtual formats. Participants will learn knowledge and skills about Professional Communication and the Process and Techniques for Service Excellence. If you would like to learn more about our training programs, please visit our website www.cf-pm.com.

Center for Practical Management helps companies achieve organizational goals and behavioral change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com.